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Installing and configuring the Virtual Agent application
In your ServiceNow environment, install the Virtual Agent/AWA Agent Workspace app.
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To learn more about this app, see the Advanced Work Assignment page. |
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3. Navigate to to Advanced Work Assignment > Assignment Rules. If you do not have any rules here click New to create a new object.
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4. Navigate to to Advanced Work Assignment > Service Channels. Click New to create a new object. You can check the parameters that are present on the screenshot below, or configure them according to your environment requirements:
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5. Create or update the existing Assignment Group - — a special user group that defines a list of your agent agents and their permissions. To be able to use Agent Workplace you must , add at least two 2 roles to your Assognment Assignment Group:
awa_agent- : this role allows to use agent activities, such as : accept accepting inbox messages, change changing agent’s status, etc.agent_workspace_user- : this role that provides an access to Agent Workspace Home, where Agent agents will chat with the userusers.
6. Go to Advanced Work Assignment > Queues.
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8. After submitting changes, go back to this new Queue and update it with Assignment Eligibility entry. Here you will use To do so, use the Assignment Group and Assignment Rule you’ve that you have created.
9. Copy the sys_id of the object.
10. In Konverso Kbot for Snow virtual agent, go to DevOps > Deployment > ServiceNow Configuration and assign the sys_id value to the snow_chat_queue parameter.11. Assign the true value to the snow_use_virtual_agent parameter.
1211. Click Save and Apply at the bottom of the page.